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IT Specialist (Customer Support)

Air Force Civilian Service Langley Afb, VA

Job Description


DUTIES AND RESPONSIBILITIES:  Manages the assigned IT/communications environment with privileged access at the network level for the Wing, Geographically Separated Units (GSU), and Tenants. Plans, coordinates, installs, and continuously analyzes system design, hardware and software.  Serves as a focal point for ensuring functionality and operability of the assigned IT/data systems/functions, voice and wireless systems to support mission requirements of Wing, Geographically Separated Units (GSU), and Tenants.  Provides customer technical assistance and support for all users. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services. Determines customer requirements and assists customers by recognizing and analyzing trends and providing instruction and orientation services. Conducts feasibility studies to identify and analyze system failures and analyzes data to determine if trends exist which forecast the need for future replacement or modification of system hardware and software. Coordinates frequency needs with command level spectrum management office to maintain current allocations and obtain new authorizations.  Installs, maintains, and repairs hardware devices supporting a broad range of information and communications systems. Uses detailed knowledge of concepts, principles, methods, and practices with sophisticated diagnostic equipment and complex diagnostic software to identify and resolve internal system and network conflicts.

The following list of duties is not conclusive but provides a brief snapshot of the duties that may be required for this position (a copy of the complete position description may be obtained from the Human Resources Office): The incumbent serves as the primary Virginia Air National Guard, 192 Communication Flight, Joint Incident Site Communications Capability (JISCC) Block 3 (B3) technician, focusing on radio transmissions and equipment (satellite communications, repeaters, masts, hand radios, etc.) and familiarized with all networking components (personal computing, wired and wireless networking, firewalls, virtual machines, etc.) with additional duties such as telecommunications, base notification system, and radio management. Incumbent performs other duties as assigned.


MINIMUM QUALIFICATIONS:  Experience, education or training that has provided a basic knowledge of data processing functions and general management principles that enabled the applicant to understand the stages required to automate a work process.   Experience may have been gained in work such as computer operator or assistant, computer sales representative, program analyst, or other positions that required the use or adaptation of computer programs and systems.

SPECIALIZED EXPERIENCE:  Must have at least 36 months experience, education, or training that approaches techniques and requirements appropriate to an assigned computer applications area or computer specialty area in an organization. Experience planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls. Experience that required adaptations of guidelines or precedents to meet the needs of the assignment. 

Experience preparing documentation on cost/benefit studies where is involved summarizing the material and organizing it in a logical fashion.  

QUALITY OF EXPERIENCE:  Length of time is not of itself qualifying. Candidates experience should be evaluated on the basis of duties performed rather than strictly on the rank of the individual; however, established compatibility criteria/assignments must be followed. The applicants record of experience, training, and education must show possession of the knowledge, skills, and abilities needed to fully perform the duties of the position to be filled.

PREFERRED SPECIALIZED EXPERIENCE: Hands-on applications, or understanding of the following concepts, related to the JISCC B3 network management enhancement tool, providing Air National Guard communications units with military command and control and National Incident Management System compatible site information using a mobile, standardized, modular, and commercial off-the-shelf communications platform;  Providing communications services at incident sites leveraging a bring-your-own-device approach to service access; Utilizing network management enhancement tools with information protection and intrusion detection services to improve command and control capabilities, avert catastrophic failure of a network, and mitigate capability gaps including (1) monitoring and managing authorized network traffic at the incident site; and (2) defending from network against cyber threats.

GENERALIZED EXPERIENCE: Primary specialization in wireless systems and one or more major information technology (IT) and/or communications systems/functions managed and maintained by the unit: network infrastructure, voice systems, and CFP operations. Serves as a customer support specialist performing work involving analytical and evaluative duties related to classified and unclassified information technology networks and/or cyber system with primary knowledge requirements of information processing methodology, information technology, telecommunications systems, computer capabilities, processing techniques, IT trouble ticket management, and data communications. The wireless systems include: trunked UHF/VHF/HF systems, regulated and unregulated radio and wireless network systems, personal wireless communications systems (PWCS), wireless teleconferencing, and wireless LANs to support Wing, Geographically Separated Units (GSU), and Tenants. The network infrastructure systems include: local/wide/virtual area networks (LAN/WAN/VLAN), intrusion detection systems, closed circuit television, network switches, routers, information transfer nodes (ITN), and platform IT systems. The voice systems include: plain old telephone systems (POTS), networked secure and unsecure voice, Voice over Internet Protocol (VoIP), voice mail systems, unified communications network systems, and Video Tele-Conferencing (VTC) networks. The CFP function includes: planning, directing and scheduling of the information technology work load distribution. To ensure full coverage for all systems supported, each incumbent is expected to maintain a high level of proficiency for all systems supported by the unit. While each incumbent may specialize in one system category, to ensure full coverage during workload fluctuations as well as employee absences, each incumbent will cross-train to support all IT and communications systems. Throughout the year, each incumbent will perform customer support work for all three IT/communication system categories. Planning sequences of actions necessary to accomplish assignments involving coordination with others outside the organizational unit and development of project controls, adaptations of guidelines or precedents to meet the needs of assignments, preparing documentation on cost/benefit studies where it involved summarizing the material and organizing it in a logical fashion will be necessary.

SUBSTITUTION OF EDUCATION FOR SPECIALIZED EXPERIENCE:  For the GS-5 level, a 4-year course of study leading to a bachelors degree may be substituted for the experience requirements. At the GS-7 level, one full year of graduate level education or superior academic achievement. At the GS-9 level, a masters or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree may be substituted. At the GS-11 level, a Ph.D. or equivalent, or 3 years of progressively higher level graduate education leading to such a degree.       


Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management  or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.  



Participation in direct deposit is mandatory.

Selectee may be subject to a one-year probationary/trial period.

Possess or be able to acquire and maintain a Top Secret security clearance within one year of appointment.


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Other Information

Under 32 USC 709, Veterans Preference does NOT apply. 

1. If you are a male applicant who was born after 12/31/59 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you be registered or you are not eligible for appointment in this agency.

2. Please DO NOT send/fax/courier/email any applications or resumes to the National Guard Human Resource Office, YOU MUST apply on-line or fax your application to the fax number listed on this announcement with the prescribed Cover Letter. The Human Resource Office can only process materials received through USA Jobs


For a complete list of Job Vacancy Announcements available at the Virgina National Guard, please visit our website at Virginia National Guard Homepage Virginia Army National Guard.


Job Details

Date Posted June 10, 2018
Date Closes July 10, 2018
Requisition 465215900
Located In Langley afb, VA
SOC Category 00-0000.00

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